Senior Associate - Customer Success
Summary
| Title: | Senior Associate - Customer Success |
|---|---|
| ID: | 3189 |
| Department: | Client Services |
| Location : | RIYADH |
| Nationality : | Saudi Arabia |
| Industry: | Business Consultancy Service |
| Type of Contract : | Full-time |
Description
Responsibilities:
Onboarding new customers: SA-CA welcomes new customers to the company and guides
them through the initial set-up and implementation process. This includes providing training,
resources, and ongoing support to ensure a smooth transition and early adoption of the
product or service.
Managing customer relationships: SA-CA builds and maintains strong relationships with
assigned customers. They actively listen to customer feedback, identify their pain points, and
proactively suggest solutions. They also track customer engagement and satisfaction metrics
to measure progress and identify areas for improvement.
Providing ongoing support: SA-CA to act as a trusted advisor to their customers
offering ongoing support and troubleshooting assistance. They answer questions,
resolve issues, and provide guidance on how to best use the product or service to
achieve desired results.
Renewals and upsells: SA-CA will play a key role in driving customer retention and
revenue growth. They identify opportunities for upselling and cross-selling additional products
or services, and work with customers to develop renewal plans that meet their evolving
needs.
Advocacy and feedback: SA-CA will gather customer feedback and advocate for their needs
within the company. They will work cross-functionally with other departments, such as
operations, finance, and marketing, to ensure that the customer voice is heard, and that
products and services are continuously improved.
Requirements:
Bachelor's degree in business, marketing, communication, or a related field
Minimum 6+ years of experience in customer service, account management, or a similar role
Strong communication, interpersonal, and problem-solving skills
Arabic Communication Skills
Ability to build and maintain relationships with clients
Proven track record of exceeding customer satisfaction goals
Experience with customer relationship management (CRM) systems
Prior experience in a similar role of Customer Success in an MNC, IT Company,
or a Fintech would be preferred.
Onboarding new customers: SA-CA welcomes new customers to the company and guides
them through the initial set-up and implementation process. This includes providing training,
resources, and ongoing support to ensure a smooth transition and early adoption of the
product or service.
Managing customer relationships: SA-CA builds and maintains strong relationships with
assigned customers. They actively listen to customer feedback, identify their pain points, and
proactively suggest solutions. They also track customer engagement and satisfaction metrics
to measure progress and identify areas for improvement.
Providing ongoing support: SA-CA to act as a trusted advisor to their customers
offering ongoing support and troubleshooting assistance. They answer questions,
resolve issues, and provide guidance on how to best use the product or service to
achieve desired results.
Renewals and upsells: SA-CA will play a key role in driving customer retention and
revenue growth. They identify opportunities for upselling and cross-selling additional products
or services, and work with customers to develop renewal plans that meet their evolving
needs.
Advocacy and feedback: SA-CA will gather customer feedback and advocate for their needs
within the company. They will work cross-functionally with other departments, such as
operations, finance, and marketing, to ensure that the customer voice is heard, and that
products and services are continuously improved.
Requirements:
Bachelor's degree in business, marketing, communication, or a related field
Minimum 6+ years of experience in customer service, account management, or a similar role
Strong communication, interpersonal, and problem-solving skills
Arabic Communication Skills
Ability to build and maintain relationships with clients
Proven track record of exceeding customer satisfaction goals
Experience with customer relationship management (CRM) systems
Prior experience in a similar role of Customer Success in an MNC, IT Company,
or a Fintech would be preferred.
